Summary
Overview
Work History
Education
Skills
Languages
References
Languages
Timeline
SoftwareEngineer

Sandra Chece

Customer Service Representative
Macon,GA

Summary

I am a customer service expert who identifies the customer's needs and delivers effective solutions to questions and problems. I'm committed to providing high-quality customer care to create a positive experience on FCR (First Call Resolution). I'm personable, professional in service under pressure, and self-motivated in understanding a customer's needs.

Overview

15
15
years of professional experience

Work History

Independent WFH Customer Service Representative

07.2022 - Current
  • Handle fast paste customer interactions, giving detailed, personalized, friendly and polite service to ensure customer retention and satisfaction
  • Knowledge of company products and services to be able to answer customer questions quickly and efficiently and make up sells, when available
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Answered constant flow of customer calls with minimal wait times
  • Responded to customer requests for products, services, and company information
  • Provided primary customer support to internal and external customers
  • Recommended products to customers, thoroughly explaining details
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Documented and update customer records based on interactions.

ER PATIENT SERVICE REPRESENTATIVE

NORTHWESTERN HOSPITAL
HUNTLEY IL
07.2021 - 06.2022
  • Handling all patient inquiries, intake, and check out with the utmost confidentiality
  • Monitoring of all incoming calls to address patient questions and appointment scheduling
  • Confidential documentation of all patient information, including medical, insurance, payment, or otherwise
  • Maintenance of the online database, ensuring patient files remain updated and appointment information is inputted accurately
  • Active communication with medical and hospital staff of all levels
  • Payment processing
  • Managing diverse types of paperwork and other clerical duties
  • Independently managing a fast-paced environment with little supervision during overnight shifts
  • Experienced in EPIC, HIPPA
  • Providing the utmost customer service experience
  • Medical Terminology.

Massage Therapist/Owner

Pure Massage Therapy
Crystal Lake IL
08.2009 - 06.2022
  • State and National License in Massage Therapy
  • Entrepreneur; oversaw the startup and maintenance of own business including customer acquisition and retention, marketing, accounting, scheduling, reporting, and operations
  • Website development and maintenance
  • Maintain own business by focusing on detail orientation, communication, organizational skills, and individualized attention to customers.

Office Manager & Supervisor| Clinical Coordinator Director

First Institute
IL
07.2018 - 06.2021
  • Office management duties, including appointment scheduling, filing, and customer service
  • Development of growth and service strategies for the clinical department according to company standards
  • Management and scheduling of 9 instructors and 12-25 students to ensure program efficiency
  • Negotiations resulting in monthly double-digit percentage savings on clinical purchases
  • Navigating a new operational environment amidst a pandemic, including drafting all COVID-19 precautions, enforcing state mandates, ensuring proper PPE, and updating all necessary documentation
  • Plan and oversee all client care with administrative operations and programs
  • Recruitment of new employees ensures the department is staffed with qualified personnel
  • Coordinating and supervising staff and students; providing knowledge and constructive help when needed
  • Collaboration with management and ownership team on company progress, weekly reports, and goal setting
  • Prepare and maintain all supplies by ordering, distributing, and managing inventory
  • Work with suppliers to place purchase orders and ensure on-time delivery
  • Maintaining patient confidentiality and coordination with all HIPAA requirements and regulations
  • Evaluation of the performance of students and instructors
  • Training of all students and instructors, acting as consultant when needed
  • Active marketing; utilizing social media and e-mail strategies to acquire new clients and maintain retention.

Education

Cortiva Institute Chicago School of Massage Therapy

01.2009

Bachelor's degree - business

Switzerland

CSR Certificate -

Skills

  • CALL CENTER
  • COMMUNICATION
  • ACTIVE LISTENING
  • PROBLEM SOLVING
  • EMPATHY
  • ZENDESK
  • FIVE9
  • SALESFORCE
  • CUSTOMER RELATIONSHIP MANAGEMENT
  • INFORMATION SYSTEMS
  • STRONG INTERPERSONAL SKILLS
  • KNOWLEDGE OF HEALTHCARE INDUSTRY TERMS
  • SCHEDULING
  • WORLD-CLASS CUSTOMER SERVICE
  • ABILITY TO FOLLOW INSTRUCTIONS WELL
  • KEEN ATTENTION TO DETAIL AND THE ABILITY TO MANAGE
  • Complaint resolution
  • Scheduling
  • Call Management
  • Information Security
  • Account updating
  • Appointment Scheduling
  • Inbound and Outbound Calling
  • Data Entry
  • Data Collection
  • Product Knowledge
  • Customer Relationship Management (CRM)
  • Call Center Operations
  • Problem Resolution
  • Positive and professional
  • Follow-up skills
  • Customer Education
  • Customer Service
  • Dispute Resolution
  • Critical Thinking
  • Call triaging
  • Payment Processing

Languages

  • English (Fluent speaking and writing)
  • German (Fluent speaking and writing)
  • Swiss German (Fluent speaking and writing)

References

Available upon request.

Languages

English
Full Professional
German
Native/ Bilingual

Timeline

Independent WFH Customer Service Representative

07.2022 - Current

ER PATIENT SERVICE REPRESENTATIVE

NORTHWESTERN HOSPITAL
07.2021 - 06.2022

Office Manager & Supervisor| Clinical Coordinator Director

First Institute
07.2018 - 06.2021

Massage Therapist/Owner

Pure Massage Therapy
08.2009 - 06.2022

Cortiva Institute Chicago School of Massage Therapy

Bachelor's degree - business

Switzerland

CSR Certificate -

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Sandra CheceCustomer Service Representative